POOR SERVICE AND NEGLECTING CUSTOMERS

I purchased a lounge suit from Bradlaws Sesfikile complex in Daveyton,when unwrapping the couches,i descovered that the recliner button on the single seater was broken.I reported the matter to the store manager on 17/02/2015,i made 2 visits after that because nothing was done about it.For the couch to be picked up i had to call the resolution centre line:***.The couch was picked up on 09/03/2015 by the Jet Park warehouse,person who arranged the pick up was Dan,who promised me it was going to take only 1 day but up until now they have not returned my couch.When i call the warehouse,the phone rings for about 20 minutes not answered,my question is: What Bradlaws staff doing during working hours if they can't answer calls ?? Second question: what is the manager's duties if Isaiah cannot attend to and resolve complains for the shop he is supposedly managing ?? Lastly what is Bradlaws top management doing about such appalling service to clients,are they condining it ?? If Bradlaws really cares about their clients,i demand to be treated with respect as a client,for nobody is doing me any favours here as these goods were paid for in cash.Can somebody intervene to this poor service.